Director, Customer Technical Support

Director, Customer Technical Support

The Colony, TX 75056

About Us

Oceus Networks' mission is to enable our customers to securely communicate anywhere at any time. Our team of telecommunications experts works to solve the unique communication and data challenges in a wide range of a commercial private networks, combat tactical, austere, and emergency response situations. We develop, integrate, and customize technology for delivering access to fast, reliable broadband connectivity in mission-critical operations. For more information, please visit us at https://oceusnetworks.com.

Security Clearance Requirement: Current or Eligible
Location Note: On-Site
Travel: Less than 10%

Position Description:

The Director of Operations and Customer Support will oversee all Oceus Customer Technical Support activities, Network Operations Center, and Field Services and work closely with account teams to understand market requirements. Oceus Networks has experts in cellular, tactical cellular including PACE (Primary, Alternate, Contingency, Emergency) communications, ruggedized solutions, satellite, MANET, WiFi, networking, NSA CSfC security, Android, Linux, and others. This position will report to the CTO.

Duties and Responsibilities:

• Interact with Managers, Project Managers, Vendors and others as required to meet schedules.
• Interface with Oceus Customer Support to ensure customer issues are handled promptly and accurately.
• Plan, Monitor, Manage, Execute and Report on Oceus Customer Technical Support activities and provide exceptional customer care 24 x 7.
• Manage team that provides technical assistance to customers, Remote Support and on-site Field Services.
• Manage personnel activities of staff (i.e., hires, trains, schedules, appraises, rewards, motivates, discipline, recommend termination as necessary, etc.).
• Provide Tier 1 and Tier 2 Customer Technical Support.
• Implement policies and procedures regarding how problems are identified, received, documented, distributed, and corrected.
• ISO 9001 process owner, maintaining and managing against those processes.
• Implement the various tools to provide Customer Portals and ticket tracking.
• Define Service Offerings.
• Define Service Level Agreements and track to those SLAs.
• Coordinate customer service activities with other internal functions.
• In-depth applications knowledge of company's products, services and/or systems.
• Establishe objectives and directs staff activities to improve Technical Support practices in the areas of quality, knowledge centered support and resolution timeframes.
• Oversee Network Operations Center (NOC).
• Ensure the performance of customer networks through monitoring of traffic, performance, and network configuration.
• Select, develop, and evaluate personnel to ensure the efficient operation of the NOC function.
• Identify network problems and oversee resolution of issues.
• Monitor data traffic and control network resource performance.
• Provide technical expertise in the management of a public and/or private network; test and analyze network facilities, including network control software, firewalls, routers, switches, modems, adapters, and servers.
• Perform technical analyses of software, hardware and transmission facilities using various diagnostic tools in support of efficient network operations.
• Identify, diagnose, and resolve technical problems related to network failure/integrity.
• Create and implements the strategic direction and structure of field operations.
• Work closely with Program Management and account teams on status and performance of customer networks.
• Direct employees and third-party vendors engaged in technical field operations.
• Provide leadership, vision and direction for customer initiatives that support the company's business objectives and requirements.
• Conducts studies to determine requirements for new and/or modified field operation tactics to improve field operations' impact.
• Support account teams in response to RFP/RFI/RFQs and participates in the bids and proposals process.
• Program Managers will hand-over to Customer Technical Support at the end of customer solution implementations.
• Work closely with the R&D Project and Product Managers.
• Work closely with division account teams for planning, reporting, and customer meetings.
• Work closely with customers, partners and vendors.
• Manage The Colony support lab. This includes inventory of all lab equipment, documentation of network connectivity, and management of software levels.
• Work with suppliers of hardware and software, including negotiations.
• Work with IT for infrastructure support of the lab.
• Manage to an approved budget.

Qualifications and Requirements:

• U.S. citizenship
• Current security clearance or eligible to obtain a clearance
• Bachelor's degree
• 16+ years of experience in an engineering discipline related to telecommunications with a good breadth of telecommunications technologies
• 6+ years in a management role and leading teams
• Excellent knowledge of VMs and virtual environments such as AWS and Microsoft Azure
• Excellent knowledge of wireless technologies and related protocols is a plus (NR, LTE, GSM)
• Demonstrated experience leading or participating in new product development activities
• Ability to work under pressure, meet deadlines, and deliver with high quality
• Ability to problem solve and work with minimum supervision
• Ability to learn fast and work in a team environment
• Fluent in English
• Excellent communication skills, both written and oral that demonstrate the ability to express ideas and exchange information and communicate with technical and non-technical personnel
• Proficient working across Microsoft Office Suite
• Dynamic leader with the ability to effectively manage their business
• Strong partnership interaction experience with the ability to manage complex relationships
• Good analytical and problem-solving skills
• Be proactive in keeping skillsets up to date
• Time management
• Takes Initiative
• Availability to work on-site at The Colony office
• Availability to travel up to 10% to meet business requirements

Individuals with disabilities who need assistance with the application process may contact us by email: hr@oceusnetworks.com or phone: 703-234-9176.

Our Commitment to Diversity, Equity, and Inclusion

At Oceus Networks our people are as diverse as our projects. We understand and embrace the belief that our differences are what make us a team. We are guided by Equal Employment Opportunity (EEO) principles and laws and provide qualified applicants opportunities for employment based on merit and prohibit discrimination and harassment of any type without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state, or local laws. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, promotion, termination, layoff, recall, transfer, leaves of absence, compensation, and training.

Equal Employment Opportunity is the Law. Applicants have rights under Federal Employment Laws:

Family and Medical Leave Act (FMLA)
EEO is the Law English Version - Revised November 2009
EEO is the Law Supplement English Version - Revised September 2015
Employee Polygraph Protection Act (EPPA)

Oceus Networks complies with Form I-9 identity and legal work authorization requirements, and we utilize E-Verify for Employment Eligibility Verification in accordance the Immigration Reform and Control Act of 1986 (IRCA).